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Annual Information Service

Customer Engagement

Published by Analysys Mason Product code 937780
Published annual subscription Content info
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Customer Engagement
Published: annual subscription Content info:


This programme helps telecoms operators, communications service providers (CSPs) and vendors to understand the strategic developments in the customer engagement industry as they happen.

Our research helps operators and CSPs to determine how new software and technological capabilities can help them to increase business benefits around engagement use cases, such as for sales, marketing and customer service.

Our research helps vendors to understand the needs of their operator and CSP customers, the competitive market landscape, target investments and how to position their products and services.


  • Customer journeys
  • Configure, price, quote (CPQ) software
  • Automated attendants
  • Architecture and delivery models


Strategy reports: key issues

  • Sprint: transformation of care and commerce functions has reduced costs and improved customer experience
  • Salesforce's acquisition of Vlocity may shake up the market for CSP customer engagement systems
  • The introduction of automation to business operations creates new opportunities for CSPs and vendors
  • Centralized product catalogs will be key to differentiation in the 5G era

Forecasts, datasets and primary research

  • Customer engagement: worldwide forecast 2019-2023
  • Customer engagement: worldwide market shares 2018


Strategy reports: key issues

  • Mapping the future of the digital customer journey
  • CPQ: where now and what next?
  • SaaS: the default deployment model
  • Automated attendants: the future of customer engagement

Forecasts, datasets and primary research

  • Customer engagement: worldwide forecast 2020-2025
  • Customer engagement: worldwide market shares 2019
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